ON TODAY'S EPISODE:
Convincing non-tech users to embrace change can be a challenge. In this week’s episode of Impact Weekly, Johan and Lincoln delve into the underlying reasons behind the excuse of being “non-tech” and share valuable insights on how to overcome resistance, understand customer motivations, and navigate customer reluctance to drive successful adoption.

THIS WEEKS QUESTION:
“My users are very non-tech, and I have a hard time convincing them to change their way. What can I do here?”

TOPICS BEING ADDRESSED:
* The importance of understanding user motivation and acknowledging the human element in Customer Success Management
* Underlying reasons for resistance to change
* Approaches to help users adapt

QUOTES:
Lincoln Murphy (03:02): “We need to understand that convincing doesn't work”

Lincoln Murphy (03:28): “People don't like to change, so they make excuses”

Johan Nilsson (09:57): “When you use the non-tech excuses you are actually afraid of showing that you don't know this product”

Lincoln Murphy (14:54): “As a CSM we want to empower the people that are buying our product”

Lincoln Murphy (16:20): “Empower your customers to involve their users”

Johan Nilsson (19:59): “Try to identify a champion that has the acceptance of the group.”

Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/

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